Help Desk Agent With Matricaccenture

Help Desk Agent With Matricaccenture
Company:

Accenture


Help Desk Agent With Matricaccenture

Details of the offer

OVERVIEW OF THE TEAM:

The purpose of the Help Desk Team is to be first point of call for all Client Accounts Payable queries and to provide a first class customer service to the relevant Client departments and suppliers.

SUMMARY OF THE JOB:

The Help Desk Agent is responsible for providing Help Desk support to the relevant Client departments and suppliers by administrating all Accounts Payable related queries. This involves receiving incoming queries from multiple sources, logging and tracking queries via the Accenture proprietary workflow tool, as well as resolving queries and maintaining the query log.

KEY RESPONSIBILITIES:

Receive inbound calls, emails, faxes and voicemail messages

Log queries via the Accenture proprietary workflow tool

Provide first line support and resolution of queries logged to the help desk

Escalate queries to other nominated Accenture personnel for analysis and resolution where required

Prepare required service management reporting for Client

Adhere to the defined service levels

Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of Continuous Improvement Team Lead

Work effectively as part of a team and seek to support team’s goals

Broaden own technical, functional and industry specific skill base

Engage in formal and informal knowledge transfer

Perform related work as required

COMPETENCIES AND SKILLS:

Functional competencies:

Knowledge of general accounting principles

Good numeracy

Good typing skills

Technical competencies:

Computer literacy

Proficiency in Microsoft Office applications, particularly Excel and word

Proficiency in using accounting software applications such as Retek, MRO and Oracle

Proficiency in using electronic query management tools

Professional competencies:

Attention to detail

Good analytical skills

Strong problem solving skills through root cause analysis

Ability to meet deadlines and targets

Clear communication in English, both verbal and written

Customer service skills

Strong interpersonal skills

Ability to work as part of a team

Continuous improvement mentality

Adaptable to change

Ability to work in a fast paced, high pressure work environment

QUALIFICATION AND EXPERIENCE REQUIRED:

Matric

2 -3 years previous help desk/call centre experience would be an advantage


Source: Govnet_Co


Area:

  • IT - Information Technology / Programmer

Requirements